ComplaintsforSolar Max, Inc.

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We "purchased"solar panels from this company and we have been having continuous problems, They are next to impossible to get ahold of ,they will not come out to make necessary repairs or to troubleshoot the issues at hand. The emails I sent are undeliverable like they change email address and anytime you try to call you get outsourced to an answering service in *****. I have been notified that the finance company try to get hold of them and also Enphase the energy monitoring company they work with have also tried to get a hold of them for ongoing issues with no response.

  

  Business response

  08/14/2024

  We're pleased to inform you that the issue has been successfully resolved. **************** reached out to us regarding a billing concern. When the solar system was purchased, the ** wires, which allow us to monitor both consumption and production, were not included in the purchase. Typically, the cost for these ** wires is around $500. However, we were able to get approval from our ownership to install the ** wires for only $150 as a courtesy to the homeowner. Throughout the entire process, we remained in contact with the customer, providing updated contact information for any future questions. Additionally, we have sent screenshots to the homeowner for verification, ensuring that the ** wires are functioning as expected.

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  * Solar Max installed my system on September 2024 * The salesman said I would get a $19,000 rebate on my $61,000 solar purchase.* I reiterated to him that my payment could not exceed the agreed amount as I was retired and on a fixed income. He told me as long as I gave the rebate back to the lender my monthly payment would not go up. However, he failed to mention that since I was retired and on a fixed income, I would not get a rebate unless I had W2 income to offset it. It was not until I went to my Tax Attorney Accountant that I was informed that I had been misled. She said this was a common broken promise made by solar companies to the ************************* * I contacted the company and spoke with the Operations Manager twice. He told me they would get back to me. It has been two months and no one has called. * I am reporting this to the State Attorney for elder abuse and looking into a class action.

  

  Business response

  07/15/2024

  Thank you for reaching out to us and bringing your concerns to our attention. We take all customer feedback very seriously and strive to address any issues promptly and satisfactorily.
  We have reviewed your complaint regarding the solar system installation by Solar Max and the associated tax credit. We understand the frustration and inconvenience you have experienced, and we would like to clarify the terms and conditions related to your purchase as outlined in the contract you signed.
  
  Rebate Information and Tax Credits: As stated in the contract, specifically in clauses 3 and 5, Solar Max does not provide tax advice. The responsibility to inquire about, apply for, and receive any rebates, incentives, or tax credits is solely on the buyer. We explicitly advise customers to consult their own accountant or tax expert regarding the applicability of tax credits based on their individual tax situation. It appears there may have been a misunderstanding regarding the eligibility for the federal tax credit, particularly as it pertains to retired individuals without W2 income.

  Customer response

  07/18/2024

   
  Complaint: 21976267
  
  I am rejecting this response because:

  Solar Max returned my call earlier today, only after I complained to BBB. They ignored my other phone calls. To that, I say thank you BBB for getting a response. During the phone conversation, Solar Max informed me that they recently fired the company they hired to sell their product. They made it clear that I am not the only Senior Citizen to complain as they said they added a new lease product for Seniors and people with no W2 income and a new form specifically disclosing tax refunds. This does not sway my original complaint as from their admission, Solar Max knowingly hired a company they failed to train to sell and accurately represent their product. Claims were made by their sales representative that they should back up. Due to multiple similar complaints of this nature, they fired their sales team, and only now have instituted a training program, seriously? However, until sufficient complaints were filed, they had no problem with the success of their sales team. This is called culpable negligence.
  
  Sincerely,
  
  ***************************

  

  Business response

  07/22/2024

  We did not hire a company to sell our product. Instead, we partnered with a sales organization, ********************* which chose SolarMax as their installera common practice in this industry. Pacific ************ operates as a broker and should be the focus of any complaints. They have an extensive training program for their sales representatives, with training sessions lasting one to two weeks before reps go out into the field. The sales representative who met with ****************** was experienced, having sold many systems without complaints.

  
  In our presentations and contracts, we clearly state the availability of a tax credit for going solar. We advise all customers to consult a tax professional to determine their eligibility based on their individual circumstances. The tax credit is also explained in the loan documents provided by the lender. These measures are in place to protect consumers.

  
  The allegation of culpable negligence, suggesting our actions put someone at risk of injury or death, is defamatory. We did not dismiss the sales team due to similar complaints; we mutually parted ways for unrelated business reasons.

• Initial Complaint

  03/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Solarmax agreed to repair roof and install solar panels with generator. As to date I am still paying a light bill and financing for solar panels. The solar panels and generator has not been installed and operational as promised. I was told they would provide paperwork for filing taxes to receive goverment assistance. They have not provided neither service or paperwork, only applied panels.I have lost/misplaced paperwork so I do not have all paperwork and some paperwork was never received from company. I requested it but they have not replied.

  

  Business response

  03/11/2024

  We have contacted the customer. The ********************** system is now working properly and the generator was installed prior to this complaint.

   

  Regards

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a solar system installed on another home by this company in ********** **, 2022. This system worked great during the outage of ***. We then moved to ******, **, called the same company and wanted to move the old system to the new home. They said they won't do that but can install the same system at the new house. The prior system was an Enphase system. They showed up for the install, with a Tesla system. When I questioned this, they said the Tesla system does everything that the Enphase system does, but is even better. I allowed them to proceed with the install based on their recommendation, and their knowledge of our other system. This Tesla system would not have worked during ***, as it only works while the grid electricity is on, It does not supply solar electricity during an electric grid outage. That installer was lying to me at the time when he said it was working. While the battery was the only source of electricity, it was not being produced by the solar panels as he led me to believe. The battery will only supply power for a few hours, not days like what happened to us in *** with our other system. Also, our prior system had an input for an external generator in case it was very cloudy for many days and we had to charge our batteries, this system does not have that option. This is a very important feature for the success of the system on long term grid outages, as there may be many days in a row that are cloudy and the solar system is not supplying enough electricity to charge the batteries and supply the home.After the installer lied to me while showing the system to me, it was a few days later that I started to realize that when the installer shut the system down, he never showed me that the Solar system was actually providing power. He also told me that the wifi would work wile the grid was down, which turned out also not to be true. There is NO seamless transition on and off the grid as my old system has and as promis

  

  Business response

  02/15/2024

  We are working on resolving this issue with the customer.
  
  **********************

  Customer response

  02/18/2024

   
  Complaint: 21247453
  
  I am rejecting this response because:

  that contract says nothing about a working electric solar system that works without electricity. I purchased a system I was promised by two people from the company that agreed that my system would be just like or better than my old system that they themselves put in. It is not, the system doesnt function as a solar system off grid as promised. 
  
  Sincerely,
  
  *****************************

  

  Business response

  02/20/2024

  We have proof the system works off grid.
  
  The customer refuses to agree.

  
  

  

  Business response

  03/05/2024

  Would you like us to post a video to this BBB response of your system with your site Id? 

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Where to start. Solarmax/Ridgemax whatever they call themselves when it is convenient to them. ***** is the owner I am told. I thought they were a reputable company until the following issues. I had fire and hurricane damage on my home. Needed roof / AC / insulation. After the membrane for the roof was installed with none of my personal items covered it took me days to clean and ripping some of my screens during the install. Once it rained I had at least 6 different places where water poured in my home causing major damage. What ceilings I had left were damaged as well as some of the walls. I notified them immediately and after numerous calls and being treated rudely by *************** was told that if I didnt pay the full amount of my ******************* would be put on my home. I even told them if they repaired everything that was damaged I would give them another ********* in good faith because I did not feel that the damage was going to be over the amount owed. They agreed not to put a lien on my home and I gave them the check and they put a lien on my home anyways! The permit was in a different companies name Agreeing to do the repairs ( which consisted of two square patches on my new pool screen and bending home window screens. I had to shut all the windows because of gnats and mosquitoes. The ceiling was painted with ***** and they actually tried to put screws in ceiling to repair the cracks. taking a small discount with no repairs the lien was removed The install of open cell blown insulation was to be done next. Calling Velocity numerous times I was told to call Solarmax who finally said there is nothing they can do since I quote - We are do not offer spray foam. There is no cost added to your deal for spray foam. My documentation shows otherwise. *********** ****** is no longer working there and told not to speak with me. Next solar which has a termination clause of contractcancellation fee of $7,441.20. ********* everything

  

  Business response

  10/01/2023

  Customer was given a discount on final payment of her roof for damages she claimed was from the roofing leaks. Homeowners contract does state open cell insulation which is not spray foam. 

  Customer response

  10/11/2023

  *****: 

  
  

  Thank you for your prompt response! 

  
  

  I am hoping to get this resolved quickly and educate someone using this company to stay clear. 

  
  

  Located the contract which is pertinent to getting this resolved.  It shows what I was supposed to have installed. 

  
  

  I screen shot it.  

  
  

  Signed by myself and ***** who still works for them.  As of today I was told by another female employee that this will cost me more money for this type of insulation even though they claim they dont sell the open cell or closed cell insulation. 

  
  

  As you will see on the documents I attached previous texts etc.  I was told this was open cell and closed cell spray foam insulation. I never wanted any other insulation and advised them of that from the start. I decided on open cell after researching thoroughly. 

  
  

  ****************************resource_detail/your-guide-to-open-cell-and-closed-cell-spray-foam

  
  

  ****** ex employee and ***** (owner) wanted me to sign right away so was told a deal for open cell for that mth only.  $1 a sq ft.  I then signed the contract for solar and spray insulation. 

  
  

  I need this done asap so I can have my walls and ceiling installed - I had a fire after hurricane damage. It will be very difficult to accomplish this after the walls and ceiling are installed.  Therefore, I am at a standstill on construction which State Farm is not happy about. 

  
  

  It was also stated that they dont do that type of insulation.  My understanding is that they use a third party to contract out the work Velocity not sure if ***** owns the company or not.  

  
  

  Velocity came out to install ( 2 hr drive) when I was told that they were installing regular insulation that you can rent from ********** and install yourself.  I Couldnt install even if I wanted to.  I dont have walls and ceiling up yet which would be needed for this type of insulation.  They said I would need to reschedule. 

  
  

  Total Price: $ ********* Down Payment: $ ********* COD: $ ********* Due upon Installation of Solar Financed: $ Cash Tax Credit Estimate: $ ********* *************** $ ********* *Price reflects all trade-ins, specials and discounts. All contracts and purchase agreements are subject to final office approval. 1 *** ARMAX

  
  

  Please reach out if you need any other information. 

  
  

  Thanks 

  *****************

  
  

  658 ************ 

  ********* ** 34223 

  
  

  ************.  

  
  

  Customer response

  11/14/2023

   
  Complaint: 20673091
  
  I am rejecting this response because:

  Please see attached contract. 
  
  Sincerely,
  
  *************************

  

  Business response

  02/15/2024

  Once your check clears we will complete your install.
  
  Solar Max

  Customer response

  02/23/2024

   
  Complaint: 20673091
  
  I am rejecting this response because:
  It clearly states in the contract that I pay half upfront for the solar install and the remainder when install was completed on the roof   
  

  Not even including the insulation that needs to be done on inside of home and garage.  
  

  Sincerely,

  
  *************************

  ************

  

  Business response

  02/27/2024

  Please have a cashier's check made out to us before installation and we can get you scheduled ASAP.

  Customer response

  02/28/2024

   
  Complaint: 20673091
  
  I am rejecting this response because:

  it clearly states in the contract that payment will be done once the solar is installed   I also have open cell insulation that was suppose to be installed on the job   

  please include the break down of pricing including roof install - insulation and solar   
  

  what has been paid and what has been owed in detail   
  

  You may contact me at **************   

   

  Sincerely,
  
  *************************

  

  Business response

  03/06/2024

  Your contract shows the breakdown. It's an all inclusive price as part of a package deal. The communications between yourself and the sales rep clearly indicate blown in insulation was on special for $1,500 and closed cell would be $7,500. 
  Please provide a cashiers check and we will complete the solar install. 

  

  Business response

  06/18/2024

  The insulation included is blown-in. We are willing to install your solar panels as soon as we see a cashiers check made out to us.

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was really interested in getting solar panels from this company installed on my home but just felt something was not right as the salesmen did not fully explain all the purchasing details and was a little to pushy to make me decide on the purchase or the panels. So i asked for some time to talk it out with my husband about it and get back with them, when i did not get back to them promptly enough in a timely manner is when they starting sending me nasty and threatening text messages about placing a lien on my home and having their attorney contact me, the rep. named *** was a very nasty and rude person and at the end of the day you can force someone to purchase a product, they should have a right to cancel or decline with no harm done. The salesman did advise me that i had the right to cancel at any time before the panels were installed on my home, but *** made it seem because i started the inquiry with their company I had to get the panels. Not a very good business to do business with, will not recommend ANYONE to this company. I feel I am due an apology for such manipulative business practices that they are doing. The salesmen did stop by after the fact and apologize for the way I was treated and agreed that if I did not feel that now was a good time to go solar that was my option as I should not be pressured and threatened. At the end of the day i decided to not get the solar panels but as you can see they were upset due to my changing my mind. I want an apology from the owner of this company as I do not feel I was treated fairly.

  

  Business response

  06/06/2023

  The complainant signed a legally binding contract with our company on  May 4, 2023.  She never communicated with our company that she needed "time" until after the 3 day cancellation period had passed. We contacted her several times via text and email and she would not respond to our efforts.  She had in writing in her contract which she received an email copy on 5/4/2023 at 11:51 AM the proper way to cancel her contract and she did not do so.  She can now cancel but there is a fee to do so.  

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My system has been down since Oct.2022. Technicians has been sent 3 times as they say to confirm the cause of the problem, the last was on May 09,2023, and as per the technicians diagnostics result, I have a defective inverter ( 2nd time ) and couple of defective panels. Ever since I haven't heard anything from them even after 2 email to their customer service by the name of ****************************The 2nd inverter only lasted for approximately 3 years so I would say that this is almost a lemon product,Because of this I have to pay almost $905.00 for settlement charges.I even offered them that if they can't fix it or find a solution, might as well come and take down my system out of frustration

  

  Business response

  06/06/2023

  This is not a customer of **********************.  The customer is located in **********.  We do not service the *******************.  

• Initial Complaint

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Solar panel down since march 9th. I can't get them to honor warranty and repair down panel. Just run around and around. They say my other panels are still producing so WHATS THE BIG DEAL. The big deal is I'm not getting what I was promised in the contract that I paid for.

  

  Business response

  05/12/2023

  Service call is scheduled for May 15th which has been the first available service date in her area. 

  Customer response

  05/18/2023

   
  Complaint: 20046223
  
  I am rejecting this response because:  They did come out on Monday and fixed that panel connection.  Now we have two others that are not producing as the other ones are.  If we close this complaint will they come back out to service the other ones?  
  
  Sincerely,
  
  ***************************

  

  Business response

  05/19/2023

  All panels are producing within the standard ranges as evidenced by the uploaded screen shot of the system.  Their system is overproducing and they are banking credits again their usage.  

• Initial Complaint

  03/30/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased my solar panels with this company a few years ago, in my contract they said they would remove and reinstall the panels free of charge when I had to have my roof replaced. I contacted them when my roof needed to be replaced and true to their word they came out and removed the panels. My roof was replaced and I contacted them to have them reinstalled, no issue I was put on the schedule to have them reinstalled. Well a few days later I receive an email from ********************* saying that they will only reinstall my panels if I pay $8000. I responded to her to try to explain I had a contract and she said it doesn't matter because they now have a roofing company. I want to be clear when I had my panels originally purchased they didn't have a roofing devision and I was never notified until after I paid a different company to do my roof. I made that clear to their representative ***** and they still removed the panels and made it clear they would reinstall them free of charge.In short I'm being extorted by this company, or person. I simply want them to honor their contract and replace my panels free of charge as agreed.

  

  Business response

  03/30/2023

  We reached out to **************** and agreed to do an alternative solution for which he had suggested and never received a response.  He is free to reach back out to us in regards to the reinstall. 

  Customer response

  04/06/2023

   
  Complaint: 19869060
  
  I am rejecting this response because: I called the BBB and spoke to the representative handling the complaint. SolarMax and I have come to an agreement and my panels are scheduled to be reinstalled Tuesday April 11, 2023. As long as they are installed I'd be satisfied. Again I had to reject the business response because the timeline given to respond and the reinstall being outside of that window. I'm looking forward to resolving this issue in a positive manner. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased our solar panels on 3/10. Tried to cancel on 3/13 after being told I had 3 business days to cancel. I was told it was only two days I had to cancel, and I couldn't cancel. So, I proceeded with the purchase. At the time of the purchase, I was told by the SolarMax rep that I would get ***** dollars per referral. After giving them a referral in May or June, I waited for them to give me the money for the referral. The person I referred called them several times about it. I called them several times and was always told "someone will call me back". Finally, they contacted me back and said I would get 500 dollars, half of what I was promised for the referral. Furthermore, my solar panels worked great through October. Starting in November it started to drop to half the production I was getting prior to that. I had a huge surplus due to purchasing a system bigger than what I needed to account for an EV purchase we were planning to make, so I wasn't worried and thought it was raining a lot and that was the reason. On January 16th I got a 130-dollar electric bill, higher than what I was paying before getting solar panels. I called Solarmax on the 17th to see why my production was so low. They told me, we will look into this and give you a call back later today. As of today, 1/19/2023, at 11:50 am they have not called me back. I tried to call them, and they put me on hold for 10 minutes before I hung up. I continue to have problems with getting the company to call me back and continued to get lied to by the company.

  

  Business response

  01/20/2023

  Customer has a production guarantee which is evaluated at the end of your first year of production which will be 4/11/23.  We spoke to the homeowner on 1/17 for 8 minutes and again on 1/19 for almost 7 minutes.  The customer is well aware of the year production guarantee.  Our standard referral fee is $500 per customer.  

  Customer response

  01/23/2023

   
  Complaint: 18839101
  
  I am rejecting this response because: Company is misleading in their statements.  They did tell me they evaluate at the end of the year, however, they said they would look into it now and give me a call back.  Until now they have not called me back.  They may have a standard referral rate of 500, but that is NOT what I was told when I signed up for the system.  They have even admitted that it used to be *****, I guess they want for you to refer people in order to drop it to 500.  My system was supposed to be able to provide enough energy for when I bought an EV, have now bought an EV and they just say, "my consumption has had a significant increase".  The significant increase was supposed to be accounted for.  This was another thing they told me they would look into and call me back about.  Getting them to call you back is nearly impossible.  They also didn't tell me that my electric company would not roll over my excess energy after January 1st.  They told me the opposite.  Company uses deceptive practices and statements.
  
  Sincerely,
  
  *******************************

  

  Business response

  01/23/2023

  Customer signed an Interconnection Agreement with his electric provider that explains their process.  That issue is not the responsibility of Solar Max.  Again, we will address the production at the one year *****

  Customer response

  01/25/2023

   
  Complaint: 18839101
  
  I am rejecting this response because: Business is only addressing one of my complaints, and even that I reject, I had in the response.  "Not the company's responsibility" but they told me multiple times it would roll over month to month and not pay out.  Almost every complaint about this company is about their customer service and you can see why.
  
  Sincerely,
  
  *******************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩